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  • About Lulu
Lulu
Lulu
Shopify Staff
Since ‎06-10-2019
911
Posts
183
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87
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Latest Contributions by Lulu
  • Topics Lulu has Participated In
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Re: How to get the cardholder name from Order/Transaction API

by Shopify Staff Lulu in Shopify APIs & SDKs Shopify Community
‎07-04-2019 05:07 AM
‎07-04-2019 05:07 AM
Hey, @sebastienlabine!   Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.   There is a way to check the customer's name in the order timeline if that suits? To do this, if you could navigate to the order number in your Shopify admin and scroll down to the order timeline. Where it says "XX  amount payment was processed on the Visa ending in XX", there is a little arrow beside that you can click. If you scroll down further you will see a line that says "information from gateway". Once you click that arrow and scroll to the very bottom, you will see the "name" section is there.     I hope that helps but let me know if you have any further questions! You can also ask us all sorts of things - If you want our opinion about your business plan or site layout, even with marketing and growth aspects you're curious about, then be sure to reach out. Almost anything you have questions about when it comes to eCommerce, I've likely at least seen others touch on before and will be glad to help you too!    Kind regards, Lulu     ... View more

Re: Looking for Shipping Calculator on Product page

by Shopify Staff Lulu in Shopify Apps Shopify Community
‎07-03-2019 09:39 AM
1 Like
‎07-03-2019 09:39 AM
1 Like
Awh okay and was it  support@sweetecom.com that you emailed for that app?    I have only seen shipping rates on the cart page but you could always reach out to the app developer of the app I provided and check if they could help you put the rates on the product page? Alternatively, this Sales Box app is the only other one that I can find which helps to put shipping costs on the product page so you could give that a try?. I think in this case, reaching out to the app developers would be a good idea as they have the knowledge of their app and will be able to offer some workarounds perhaps.   You could also check this out with the Shopify Experts! It may be something they can custom develop for you. You can post a job on the Shopify Experts Page: (http://bit.ly/2rY74ja) and see what feedback and quotes you get. You can find where and how to do this here: (http://bit.ly/2rY782o).   I hope this helps but let me know if you need anything else!   Kind regards, Lulu ... View more

Re: Stay on the product page after adding to cart - Brooklyn theme

by Shopify Staff Lulu in Technical Q&A Shopify Community
‎07-03-2019 09:31 AM
‎07-03-2019 09:31 AM
Thanks for getting back to me @Gigi02, that extra information was helpful. We do have this advanced tutorial that you can check out: http://bit.ly/2KV88lq. As t his is an advanced tutorial, which means it would be unsupported by our Theme Support team. They would not be able to assist here I'm afraid, as it is outside the scope of the support they can offer.   However, you should be able to do this with the help of a Shopify Expert if needed! You can actually post a job on the Shopify Experts Page and see what feedback and quotes you get. You can find where and how to do this here.  I hope that helps you out but let me know if you have any other questions!   All the best,   Lulu ... View more

Re: Looking for Shipping Calculator on Product page

by Shopify Staff Lulu in Shopify Apps Shopify Community
‎07-03-2019 09:07 AM
1 Like
‎07-03-2019 09:07 AM
1 Like
Hey, @coolnothing!   Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.   Sorry to hear you haven't heard back from the previous app developer, have you been waiting long? Usually, they are quite responsive!  I always find this app great for estimated shipping costs. With this app, the s hipping rates are displayed on your shopping cart page, with a map showing the customer location and the option to select a different location if applicable. Also If real-time carriers are configured, estimated delivery dates will be provided by your carrier.   The app has a 5-star review rate after quite a lot of reviews so it should be a good one. Let me know if you have any difficulties or need a hand with anything else. You can also ask us all sorts of things - If you want our opinion about your business plan or site layout, even with marketing and growth aspects you're curious about, then be sure to reach out. Almost anything you have questions about when it comes to eCommerce, I've likely at least seen others touch on before and will be glad to help you too!    Kind regards, Lulu ... View more

Re: My Store is unavailable (down)

by Shopify Staff Lulu in Shopify Discussion Shopify Community
‎07-03-2019 08:35 AM
‎07-03-2019 08:35 AM
Hey, @Galgamli236!   Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.   I can see on that ticket that it has already been escalated to our Operations team and they will certainly review your store and reach out with an update once the full account review has taken place. They will be your best point of contact moving forward so be sure to keep an eye on that email and reply to that email directly when you hear from them. It can take 3-5 working days, thank you for your patience. If there is anything else that I can do for you in the meantime - feel free to reach out!   Kind regards, Lulu    ... View more

Re: Stay on the product page after adding to cart - Brooklyn theme

by Shopify Staff Lulu in Technical Q&A Shopify Community
‎07-03-2019 08:30 AM
2 Likes
‎07-03-2019 08:30 AM
2 Likes
Hey, @Gigi02!   Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.   Can you check the set up of the cart in your theme customizer, please? On your Shopify admin, click Online Store > Themes > Customize > Theme Settings, then on the sidebar menu click 'Cart Page'. If that is set as a 'drawer' then it will just pop out at the side of the product page and the customer can keep shopping. I prefer this way as well and it allows the customer to continue shopping.                          Let me know if you have any further questions at all or if I can help in any other way,    Separate to your query, I just wanted to say that we're always here to chat with you about how things work on Shopify or any technical aspects you might need assistance with — but you can also ask us all sorts of things. If you want our opinion about your business plan or site layout, even with marketing and growth aspects you're curious about, then be sure to reach out. Almost anything you have questions about when it comes to eCommerce, I've likely at least seen others touch on before and will be glad to help you too!    Kind regards, Lulu  ... View more

Re: Accidental refunded twice

by Shopify Staff Lulu in Payments, Shipping & Fulfillment Shopify Community
‎07-02-2019 08:03 AM
‎07-02-2019 08:03 AM
Hey, there!   Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.   Different Payment Gateways may have different rules on this. If you are referring to an order processed through Shopify Payments, cancelling or voiding a refund is not possible. In this case, you would need to reach out to the customer and explain what has happened and have them re-order. Or you can also create an order manually in your admin through Orders>Draft orders. We have a guide in our help centre on that here you can check out too.     Regarding the first attempt failing, I'd love to help here, but it is tricky for me to do so without a link to your store. I can tell you however that sometimes this can happen if you double click on the 'submit' button. Did you see any specific error message when it failed the first time? If you like, I can run this by our technical team to check the logs for you. I would need a POS report for the technical team to have a look at too. You can send that by following the steps below:   1. From the Shopify POS app, tap Store, and then tap Support. 2. Tap Send a report:   The final thing I will need to do is verify your account. I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I can get this escalated to our technical team to investigate further for you.   Speak soon!   Lulu ... View more

Re: Delete ¨Shipping calculated at checkout¨

by Shopify Staff Lulu in Shopify Design Shopify Community
‎07-02-2019 04:30 AM
15 Likes
‎07-02-2019 04:30 AM
15 Likes
Hey, @emilianogr!   Lulu here from the Shopify Support team. Thanks for reaching out - I'd be more than happy to offer some help also.   Absolutely you can change that wording within the language editor of your theme. You can navigate there by clicking Online Store > Themes > Actions > Edit language.      Once you're in the next screen, you can just type the sentence " shipping calculated at checkout" into the search box. This will bring up all the areas that it appears on your store. Editing each one will then reflect these changes on your storefront. (Just be sure to scroll to the bottom of the page and change them all as it is listed in various areas.)     We also have a guide in our help centre all about changing the wording of themes so be sure to check it out here.   For the 'FREE Worldwide Shipping' line, this would need to be added through the code. So if you click Online Store > Themes > Actions > Edit code and open-up  the 'product-template.liquid' and look for: <p>{{ product.vendor }}</p>  Underneath that, you can add the text:  <p>🚚FREE Worlwide Shipping</p> Click 'Save' and that will be done for you!   On another note, how are you finding the platform so far? Let me know how you're getting on or if you have any further questions, please don't hesitate to get back in touch.   Kind regards, Lulu ... View more

Re: Facebook has stopped synching?

by Shopify Staff Lulu in Technical Q&A Shopify Community
‎07-01-2019 09:45 AM
‎07-01-2019 09:45 AM
Hi, @beYOUtifulC!   Sorry for the delay, I have been out of office. Did you complete all the steps above? Them screenshots indicate that you just tried to connect the sales channel again. You will need to remove the integration with Shopify as listed above and reconnect it to refresh the system. This has worked for others in the past. Can I clarify what browser are you using? I recommend completing the above steps in the Google Chrome browser.   Let me know how you get on.   Lulu ... View more

Re: My Store is unavailable (down)

by Shopify Staff Lulu in Shopify Discussion Shopify Community
‎07-01-2019 09:41 AM
‎07-01-2019 09:41 AM
Hi, @JennaFoong!   Thank you for reaching out here again. I apologise for the delay, I have sent you an email this morning and I have consulted the appropriate teams for you so we can continue the conversation on that email thread to avoid confusion.    Let me know if you need anything else in the meantime.    Speak soon!   Lulu ... View more

Re: Include free shipping in Brooklyn Shopify theme

by Shopify Staff Lulu in Technical Q&A Shopify Community
‎07-01-2019 09:21 AM
4 Likes
‎07-01-2019 09:21 AM
4 Likes
Hey, @stomov!   Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.   This can be changed within the language editor of your theme. You can navigate there by clicking Online Store > Themes > Actions > Edit language.      Once your in the next screen, you can just type the sentence into the search box and it will bring up all the areas it appears on your store and you can change them all there and it will reflect on your storefront. (Just be sure to scroll to the bottom of the page and change them all as it is listed in various areas)     We also have a guide in our help centre all about changing the wording of themes so be sure to check it out here.   Separate to your query, I just wanted to say that we're always here to chat with you about how things work on Shopify or any technical aspects you might need assistance with — but you can also ask us all sorts of things. If you want our opinion about your business plan or site layout, even with marketing and growth aspects you're curious about, then be sure to reach out. Almost anything you have questions about when it comes to eCommerce, I've likely at least seen others touch on before and will be glad to help you too!    Kind regards,   Lulu ... View more

Re: My Store is unavailable (down)

by Shopify Staff Lulu in Shopify Discussion Shopify Community
‎06-28-2019 10:01 AM
‎06-28-2019 10:01 AM
Hey, @JennaFoong!   Lulu here from the Shopify Support team. Thanks for reaching out to us here, and I'll be more than happy to help you out.   I am sorry to hear that you are having trouble accessing your account and the trouble that you have had trying to reach us. I would love to help you out further today. In order to do so, I will just need to verify your account. I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I can start helping you out with this.   Speak soon!   Lulu   ... View more

Re: Any way to add javascript to checkout page?

by Shopify Staff Lulu in Shopify APIs & SDKs Shopify Community
‎06-28-2019 09:52 AM
‎06-28-2019 09:52 AM
Hi, @alexandros!   Lulu here from the Shopify Support team. Thanks for reaching out, and I'll be more than happy to help you out.   There isn’t actually the ability to edit the code for the checkout unless you are on the Shopify plus plan. The primary reasons behind not being able to edit the checkout CSS are around security, responsiveness, and maintaining PCI compliance. If we had customized checkouts, any updates or improvements that we wanted to make would have to be made on a store-by-store basis. As you can imagine, this would take ages! It’d also make the customer suffer if the checkout was then glitchy/not updated correctly.   We still allow you to customize your checkout style, such as changing the colours and adding a banner to the top of the checkout page. However, ultimately these systems are in place with the primary focus of making our platform more secure.  If you were working with a Plus merchant, they will be able to add Plus dev stores under their account but that would be the only workaround at the moment.   I hope that helps but feel free to reach out if you have any more questions!  All the best, Lulu  ... View more

Re: Rounded square of product photo. Brooklyn theme

by Shopify Staff Lulu in Feedback On My Store Shopify Community
‎06-28-2019 09:11 AM
1 Like
‎06-28-2019 09:11 AM
1 Like
Hey, @pirowski6622!   Lulu here from the Shopify Support team. Thanks for reaching out to us here, and I'll be more than happy to help you out.   As you are using Brooklyn which is a free Shopify-developed theme, this is something that our theme's team can help with providing you have some design time left. I will be happy to check it out for you.   In order to do so, I will just need to verify your account. I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I will able to get to work.   Speak soon!   Lulu   ... View more

Re: Special Promotions for my customers

by Shopify Staff Lulu in Shopify Discussion Shopify Community
‎06-28-2019 08:19 AM
1 Like
‎06-28-2019 08:19 AM
1 Like
Hey, @KarelVDM!   Lulu here from the Shopify Support team. Thanks for reaching out to us here, and I'll be more than happy to help you out. It is great to hear you are interested in Shopify! Have you started our free 14-day trial yet? How are you finding the platform so far?   Yeah, absolutely this is something that is possible with Shopify! There are two ways to achieve this and I will explain them here for you. The first way you could do this, is to use the   Discounts   function right from your   Shopify admin. Shopify offers both   Codes   and   Automatic. The steps below are creating the discount from   Codes   section (so you can generate the giveaway codes for your customers)   Shopify admin   >   Discounts   >   Codes  In the   Discount code   section, create the code name. In the   Options   section, select   Buy X Get Y   In the   Customer buys   section, type in   2   and select   Specific collections. In the   Customer gets   section, type in   1   and select   Specific collections   and   Free   at   At a Discounted Value    Again, in the   Customer buys   section, click on   Browse. A popup window shows all the collections available. Select   the collections where the products you want to be included in the promotion. If it's the whole store, select all the collections. Once done, click on   Add    Repeat the same steps for the Customer gets  section In the   Customer eligibility   section, assuming you want to make it available to everyone, so select   Everyone. In the   Usage limits   section, select   Limit to one use per customer You can adjust the rules to tailor what you need accordingly. Once finished, don't forget to click on   Save   at the top right corner  The   cheapest product is automatically the free one by default   so you don't need to worry about setting this up. For more information, or if you would like to set up an automatic buy X get Y discount then feel free to check out this guide in our help centre:   Create a Buy X Get Y discount. Another way you can achieve this is through an app. You could use apps such as   Discount Ninja and   Discounted Upsells ‑ Upsell, where the app can set up advanced discounted rules for you.    I hope this helps, however, should you have any questions, please don't hesitate to reply back here and I'd be happy to help out!    All the best, Lulu ... View more

Re: disconect my ebay account?

by Shopify Staff Lulu in Shopify Apps Shopify Community
‎06-27-2019 04:29 AM
‎06-27-2019 04:29 AM
Hey, @luthihonglam!   Lulu here from the Shopify Support team. Thanks for reaching out to us here, and I'll be more than happy to help you out.   Have you started a new store with Shopify? You have two options in order to get your eBay account disconnected from your old store. You can go to eBay support directly and ask that they disconnect the sales channel on their end for you. Their contact details are as follows:   Email: help@connectebaysupport.com Phone: 1 (855) 411-3376   Alternatively, I can have a look at your old account. In order to do so, I will just need to verify the account first. I will send you an email to the email address attached to this forums account and confirm some security questions about your previous store. Once you reply to that email, I will be able to take a closer look.   Speak soon!   Lulu   ... View more

Re: No sales for two months

by Shopify Staff Lulu in Feedback On My Store Shopify Community
‎06-26-2019 04:28 AM
‎06-26-2019 04:28 AM
Hey, @SupremePro!   Lulu here from the Shopify Support team. Thanks for reaching out to us here, and I'll be more than happy to help you out.   Firstly, congratulations on the great job you have done building your store, you have done really well! How have you found the platform so far? Are you getting much traffic with your Facebook ads?     I had a look through your store and looking at your pages on your sidebar menu, I can see your About Us page is very vague and short. Perhaps you could put a bit more about why you chose to sell these products, Tell us more about why these products are special. Tell us about the people behind this store (maybe you struggled without these products in the past). The about us page tells the customers more about the products and your store. It is important to be personal here and not robot-like. We have an excellent guide on writing an engaging about us page here so be sure to check it out.   In regards to your products pictures, they are great quality but I would love to see more creative, personal product descriptions. These are so important for SEO purposes and they build trust in the brand and products for the customers. Make sure they explain the products and details of the products. Check out this guide on how to write product descriptions that sell!   I had a read of your blog and while it looks great, I would recommend that you have it proofread before publishing. It may be worth your while using a grammar program such as 'Grammarly' so you will not miss out on small grammatical errors such as missed capitalization. It is great to see that you are writing a blog as it really does help with the SEO of your site and has great content marketing benefits. SEO can play a huge part in bringing in sales and potential customers. The key to SEO is understanding what your customers will be looking for and ensuring your site is set up to best manage the products and content they are seeking. We have some amazing SEO Training in our Shopify Academy and you can enrol at any time here!   I’ve found some blog posts that are definitely worth bookmarking that I think will help you moving forward. This is a great one on conversion rate optimization so when you get that traffic from Facebook ads then you will know how best to convert it into sales. This is a marketing checklist for new entrepreneurs and I cannot recommend it enough, be sure to read through it as it has some amazing tips and tricks. Are you selling on Instagram at all yet? That is the next big social driver beside Facebook so it would be worth setting up an account and gaining a new following there. Here is a guide to marketing 101 with Instagram, perhaps that could be where you try to advertise next.   I hope this helps you grow sales and better your conversion rate but you are doing really well - keep up the great work! If you have any questions about anything I suggested above or if you need any clarification, please let me know. Lulu ... View more

Re: WEIRD issue with product display on my "store" page

by Shopify Staff Lulu in Technical Q&A Shopify Community
‎06-26-2019 03:47 AM
‎06-26-2019 03:47 AM
Hey, @OhmicideDMHE!   Lulu here from the Shopify Support team. Thanks for reaching out to us and I'll be more than happy to help you out.   Thank you for the screenshots, they are very helpful. I believe this is a feature in your theme or perhaps an app that you are using. What theme are you using at the moment? Can you share your store URL and I can take a closer look for you?    Usually, t o remove the ' items count ' displayed on product pages you can go to:  Online Store > Themes > Customize > Product page and  uncheck  the 'Display product count ' checkbox.  This varies greatly depending on your theme so once I have your store URL and know what theme you have then I can let you know the exact steps to take to remove that.   Speak soon!    Lulu    ... View more

Re: Notifications - periodic loss of buttons "send test email" and "preview"

by Shopify Staff Lulu in Shopify Discussion Shopify Community
‎06-25-2019 05:05 AM
‎06-25-2019 05:05 AM
Hi, @angelco!   Lulu here from the Shopify Support team. Thanks for reaching out to us here, and I'll be more than happy to help you out.   There have not been other reports on this at this time but can you confirm what browser you are currently using at the moment? Can you clear your cache and cookies and try using Google Chrome as the browser? This usually helps when things are not displaying as they should. If this does not help then it would be helpful if you could send me your store URL and also some screenshots from your side, please?    Speak soon!   Lulu    ... View more

Re: Customers Can't Create Accounts

by Shopify Staff Lulu in Shopify Discussion Shopify Community
‎06-25-2019 04:16 AM
‎06-25-2019 04:16 AM
Hey, @redclover!   Lulu here from the Shopify Support team. Thanks for reaching out to us here, and I'll be more than happy to help you out.   As you have your setting to "accounts optional", then c ustomers can choose to create an account, but it's not mandatory to create an account to check out. There are two places you should notice a little symbol for the account. At the checkout, there will be a note saying "Already have an account?  Log in" like this :   Or at the top of your home page you should see a symbol like this:    This will vary depending on your theme but this is usually how it works. You can also  send your customers direct invitations to encourage them to activate an account. They'll receive an email prompting them to create their own password. You can do that by following these steps :    From your Shopify   admin >  click   Customers. Click the name of the customer that you want to invite. Click   Send account invite We have a guide here which includes all the information about customer accounts if you want to have a read over it.    Are you just getting started with your business here or have you been selling elsewhere? If you have any other questions be sure to let me know!   Kind regards,   Lulu    ... View more

Re: Shipping fees

by Shopify Staff Lulu in Payments, Shipping & Fulfillment Shopify Community
‎06-21-2019 05:54 AM
‎06-21-2019 05:54 AM
Hey, @AK88!   Lulu here from the Shopify Support team. Thanks for reaching out to us here, and I'll be more than happy to help you out.   You should be able to change any shipping options in your admin by clicking Settings > Shipping. Once you locate the 1-2 day shipping, click   Edit   next to the shipping zone that contains the shipping rate that you want to delete: On the shipping zone's page click the   x    icon next to the shipping rate that you want to delete: Click   Save .   We have this guide here too in our help center which breaks down the steps for you.  That should get rid of that rate for you and it won't show up as an option anymore, however, if you are unable to follow these steps or cannot find the exact rate, then please share your store URL with me and I can take a closer look for you.   Speak soon!   ... View more

Re: Facebook has stopped synching?

by Shopify Staff Lulu in Technical Q&A Shopify Community
‎06-21-2019 04:46 AM
1 Like
‎06-21-2019 04:46 AM
1 Like
Hey, @beYOUtifulC!   Lulu here from the Shopify Support team. Thanks for reaching out to us here, and I'll be more than happy to help you out.   I have some troubleshooting steps here that should help you reconnect your Facebook sales channels and accept the permissions.    1. Log into the store with the Facebook page you want to grant permissions to. 2. Go to settings > Business integrations (https://www.facebook.com/settings?tab=business_tools) 3. Remove the integration that is giving the error - Shopify marketing. ) 4. After removing the integration, log out of Facebook 5. Log back into Facebook on a private browsing window (like incognito in Chrome) to rule out a cache issue and go to Shopify and attempt to reconnect the Facebook page 6. You should be prompted to enter your password for Facebook 7. After entering the password, you need to verify it's your account, click `continue as...` 8. On the next screen, you should be able to select `choose what you allow` to confirm the permissions you're granting. Confirm all is selected.   I hope this helps but if you have any difficulties be sure to let me know!    Speak soon.  ... View more

Re: Switching from Stripe to Shopify Payments

by Shopify Staff Lulu in Payments, Shipping & Fulfillment Shopify Community
‎06-20-2019 10:32 AM
‎06-20-2019 10:32 AM
Hey, @kinelo!   Lulu here from the Shopify Support team. Thanks for reaching out to us here, and I'll be more than happy to help you out.   Regarding the US Shopify payments, you  must have a full checking account located in the US with a US financial institution. However, we do have Shopify Payments in Japan too which you could use.  The bank account there must be with a physical bank in Japan, a Futsu account, and in JPY currency.     Regarding the disadvantages of Shopify payments, the only ones I have ever personally noticed was that it does not support recurring billing (but there is an app for that), Shopify payments is only available in certain countries and there are some prohibited businesses. You can read about the Shopify Payments terms of service here.    However, there are plenty of advantages to using the Shopify Payments gateway too! For example: Simple and understandable pricing structure that makes forecasting easier. Waiving transaction fees can make the full cost of using Shopify Payments significantly cheaper for our customers. 24/7 support. Consolidated services, which avoids multiple accounts often required by other gateways. Fraud protection tools and 3D secure Exclusive additional payment options like Google Pay and Shopify Pay. The ability to sell in their preferred currency. The ability to take manual, over the phone payments.   I hope that helps but please let me know if you have any other questions.   All the best! ... View more

Re: Create Account form - Placeholder not working

by Shopify Staff Lulu in Shopify Design Shopify Community
‎06-20-2019 08:55 AM
‎06-20-2019 08:55 AM
You are very welcome, I am so glad we got that sorted for you! :) If you ever need anything else, please don't hesitate to reach out - we are always here to help.   All the best!  ... View more

Re: Why is Facebook not showing all my products

by Shopify Staff Lulu in Shopify Discussion Shopify Community
‎06-20-2019 08:53 AM
1 Like
‎06-20-2019 08:53 AM
1 Like
    Hi, @ground!   Thank you for coming back to me. I am going to try and do a product resync internally, it can take 48 hours to complete but hopefully, it pushes the remaining products to the Facebook shop.   In order to do so, I will just need to verify your account. I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I will get the resync done for you.   Speak soon! ... View more
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